Reviews

Review Details

• Review fromZaafar M

  Date: 09/10/2023

  1 star
  Horrible horrible customer service. They are just being paid to tell us to do their job. How is an average customer supposed to know and configure or understand what DHCP, static IP addresses, or WPA terminologies? I have been talking to the support for more than a month over a faulty device and after completing the support person's long wish list of making specific arrangements and Wi-Fi configurations for the ecobee, it is still not working and the support member is not trying to be helpful at all. I am stuck without a resolution.

• Review fromMegan J

  Date: 26/08/2023

  1 star
  ** * ***** **** **** **** ***** * *****! They are charging $200+ for a thermostat that rarely ever works. It’s currently 81 degrees in my house because their thermostat hasn’t worked since it was installed 3 months ago as a BRAND NEW PRODUCT. My HVAC system has always performed above standard until this thermostat was installed. Called my HVAC company out to check my system, they said it was fine. Called another HVAC company for a second check, guy had over 30 years of experience. Both companies said it’s the thermostat. Tried contacting ecobee through chat, couldn’t get an answer, emailed them, no response. Called them and the customer service was so poor it was unbelievable. Guy immediately tried to say it was my HVAC that was the problem even though I sent him the invoice from my company saying the unit was fine and it was the thermostat. ** *** ************* *** ********** ******** ***** ** ****. Told him to stop stalling and send me a replacement unit. After a lot of back and forth he finally agreed to send a new unit but said they would refuse to troubleshoot it if problems were to arise with it. I told him that’s fine because if that unit had problems too I was going with a different company with better products and better customer service report. ** *** ** ** ** *** ********* ***** ****** ** *** ** ***** ********* ******** **********.

• Review fromRob M

  Date: 15/08/2023

  1 star
  This thermostat is a horrible to try to use. Don't even try customer service on a telephone call, unless you are prepared to listen to a lot of blather only to be told "were busy helping other smart customers". If you look on line for some kind of explanation of the "new display" you will get no help on line. ** *** 

• Review fromNIcole N

  Date: 24/07/2023

  1 star
  ****** *** **** *** ******** ***** ******* ** **** ***** I have spent a total of about 8 hours on the phone attempting to get one of my 2 Ecobee devices online. They were unhelpful to say the least. The product its self is also NOT user friendly. Frequently the device will be set at a temp ex 80 and the device will be running (on my peak time). This device has cost me quite a bit this summer because despite what the schedule is set to and also the Eco+ setting for the peak hours, it still runs. Extremely frustrating.

• Review fromJohn Q

  Date: 20/06/2023

  1 star
  ********* **** ******* ** ********** ********** They send you ***** products that don't work and have the least helpful customer service I've ever dealt with. **** * ***** **** **** *** ** ********* **** ** ******** *******. They should have their business accreditations and licenses revoked. They sent me a product that's under warranty and doesn't even work. They want to troubleshoot it, we've done that on the chat, it still doesn't work. My AC repair guy came, it won't turn on. They want a work order saying it doesn't work. THIS IS THE SECOND ECOBEE THAT DIDN'T WORK. **** ******* ** ******** ******** **** *****

• Review fromDuffy B

  Date: 08/05/2023

  1 star
  The customer service is horrendous. it takes days to get someone to help you and then they take days to weeks to respond again to any of your questions!! Wish I didn't buy an ecobee.

• Review fromChristian H

  Date: 04/04/2023

  1 star
  Fantastic product when it works but, they hands down have the worst customer support I have every worked with. After two years of working my Ecobee thermostat stopped sending signal to the heat pump to trigger the fan and cool the house. I swapped thermostats with the one it replaced and everything worked as it should. I contacted Ecobee due to it still being in warranty and after an hour and a half or troubleshooting the technician wanted an invoice from an HVAC technician before they would send a replacement. Even though the only issue was when the ecobee thermostat was installed, replacing the thermostat resolved the issue. Beware the agents on the phone will ***** **** *** ** **** ********** *** **** have you connecting different wires together and do anything they can to avoid replacing the unit.

• Review fromRoss H

  Date: 14/03/2023

  1 star
  Ecobee support is poor and any fix does not work. Great idea but very poor software and customer support

• Review fromDanny K

  Date: 06/02/2023

  1 star
  Have a connectivity issue, tried calling customer service 5 times. 1st time waited 20 minutes to speak to someone, 30 seconds into our call the line dropped (or was cut) and never got called back. 2nd time i opted for the auto-call back which came after another 20 minutes (notwithstanding that the recording mentioned that wait times were "less than 5 minutes". When i got the call back, the line immediately went dead before i could even speak to someone! 3rd time (today) opted for call back again.....after a 30 minute wait, i decided that maybe my 514 area code was a problem and called back (4th time). Hung up after waiting 40 minutes with NO response !! 5th time, just now waited 20 minutes and hung up BTW, my call back option from the third call is now over 2 hours !! NOW THAT'S A GREAT WAY TO TREAT CUSTOMERS !

• Review fromBrian S

  Date: 24/01/2023

  1 star
  Part of a good product is that it is well explained by the book that comes with it. No book that really explains this stat comes with it. Another part of a good product is that it is simple to use. This is not. My clients call all the time asking how to program or how to get it on to wifi. Another part of a good product is that it simply works. This usually does, but when it doesn't work correctly the sign of a good product is good customer service. You will wait more than your patience can tolerate listening to the same tune for an hour before getting to talk to a person that will probably need to move you up to a level 2 tech, which means more waiting. If you are lucky, they will honor the warranty, but often they will blame your system. I would not install this stat in my moms or dads home. I do have it in my own home as a test site for our company. The first one failed after 2 years. It would start and stop my blower every 5 seconds. I diagnosed the problem, then called Ecobee to discuss warranty. I had to explain my diagnosis and then perform many of the tests over again with the level 2 tech on the line. If I was not a service tech and trainer myself, I would have needed to call one and pay to have them do what I did for Ecobee. Finally, they agreed that the stat was the problem and issued a replacement to me to install and the replacement is still working fine. Today, I have been on the phone for over an hour and a half and still listening to the same stupid tune so I can try to help one of our clients with their second failed Ecobee stat.. Will they ever pick up? Why not have a call back option? Why not hire some people to answer the phone. They would if they actually cared. I have been a service tech and trainer of techs for over 35 years. If we had customer service like Ecobee, we would be out of business.